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Process Specialist-Ops

Cognizant

2 - 5 years

Gurugram

Posted: 27/08/2025

Job Description



Job Summary

Manage and lead a team of 15-25 agents Excellent verbal and written communication skills Solid computing skills and well versed with Excel and PowerPoint


Responsibilities

Multi-tasking ability and attention to details Team management experience with proven track record of upskilling of agents Well versed with deepdive and RCA techniques Proven expertise in KPI and SLA management for dynamic delivery setup Effective performance planning for self and team time management and self-organization Provide Coaching and Feedback for Performance Improvement Ability to achieve stretch targets and able to take decisions and manage complex/ difficult employees situation Primary POC for all escalations (team and client) Understand Metrics Create Root Cause Analysis and Drive Improvement for the same Willing to work in rotational shifts

About Company

Cognizant is a global leader in technology and consulting services, helping businesses transform their operations through digital solutions. Specializing in IT services, including software development, business process outsourcing, and consulting, Cognizant supports clients across industries such as healthcare, financial services, manufacturing, and retail. With a focus on innovation, Cognizant assists organizations in modernizing their technology, improving operational efficiency, and enhancing customer experiences. Headquartered in the U.S., it is consistently ranked among the most admired companies in the world and is a member of the NASDAQ-100.

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